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Technical Services Engineers (2 positions)

Enterprise Infrastructure Support – Storage, Compute, Virtualisation, Network

Role Title:

Technical Support Team Member (Tier 3)

Role Definition:

Enterprise Infrastructure support – Storage, Compute, Virtualization, Network

Role Reports to:

Technical Support Lead

Direct Reports:

None

Department:

Services

Purpose of the role:

To fulfil requests within the agreed Service Level Agreements.

Key accountabilities

SLAs, meeting customer requirements:
• Fulfil requests within the agreed Service Level Agreements.
• Deal with customers via meeting, phone, email and other means of communication, in a professional and efficient manner.

Incident management:
• Own incidents end to end, ensuring accurate and timely updates are maintained in the incident management system.

Logging, documenting, reporting, and managing information:
• Complete documentation on site surveys, projects and installations, both internally and externally.
• Complete and sign all Scopes of Work.
• Run reports across all teams.
• Log all activities, including incidents, in line with Company policy and processes. Log calls received on the incident management system and provide accurate reporting to customers on technical issues.
• Follow data storage policy for Company related data.

Task execution and performance:
• Tier 2 on the IT Service Desk, answer phone calls/emails/incidents from customers requiring IT Support and any escalations from Tier 1.
• Carry out daily tasks to a professional and high standard in alignment with KPIs defined for the team.
• Work in office, remotely and on customer site.
• Aim to diagnose and resolve incidents wherever possible at first point of contact within the agreed operational framework of policies and processes.
• Attend sales meetings as required. Perform ad hoc tasks to meet unanticipated events or user requirements. Assist with other ad-hoc tasks and projects as required.

Self-development, knowledge:
• Maintain an effective working knowledge of incident resolution across all areas of the Service Desk, in order to maximise customer service and call resolution. Ongoing self-improvement through experience, training and certification & ensure that all certification and accreditation is kept up to date.

Escalation:
Escalate incidents to both internal and external teams in line with agreed processes and SLAs. Take ownership and escalates where necessary to Vendors/ Tier 3/ Team Lead.

Continuous improvement:
• Contribute to continuous improvement by identifying and proposing opportunities for improvement and growth.
This role is based in the Dublin office but the role holder will be required to travel.

The above is not an exhaustive list of accountabilities and tasks, and will include others.

Qualifications, skillset, experience, attributes and competencies – (Desired but not all required)

Qualifications:
HP MASE, VMWare VCP, Veeam VCE, CCNA, MCSE, MCSA, MCITP, Exchange Certified, Kaseya Certified, Office 365

Skillset/experience:
• SAN Management Experience in one or all of the following: HP 3Par, EMC Storage, Dell Equalogic

• Server Hardware Experience
      o HP Servers
      o HP Blades
      o Firmware Patching
      o Server Troubleshooting
      o HP StoreOnce

• Virtualization:
      o VMWare: Managing a VCentre Cluster in an Enterprise Environment - experience essential
            ▪ VMWare SRM experience Desired but not essential
      o HyperV: Managing a HyperV Cluster in an Enterprise Environment - experienced desired

• Veeam: Backup Management, configuration and support

• Networking Experience:
      o HP, Cisco
            ▪ Vlan Tagging
            ▪ Routing (Layer 3)
            ▪ Stacking
            ▪ BGP Routing
      o Wireless Experience
            ▪ Experience in managing and troubleshooting wireless infrastructure
            ▪ Meraki experience desired

• Firewall Experience
      o Fortinet
            ▪ Nat’ing
            ▪ Firewall Rules
            ▪ VPN – Site to site, SSL VPN
            ▪ Fortinet Clusters
            ▪ Web Filtering (FSSO)
      o Cisco
            ▪ Nat’ing
            ▪ Firewall Rules
            ▪ VPN – Site to site, SSL VPN

• Windows Server Experience: Windows Server 2012R2, Windows Server 2008R2, Exchange on premise 2010, 2013, Exchange Hybrid, AADConnect, Mail routing issues, messaging, SCCM Management experience (Imaging, patch Management).

Team functional competencies:
Datacentre Maintenance and Management
Server Maintenance and Management
Firewall Maintenance and Management
3rd line support for:
Storage (Local & SAN)
Servers (Physical, Blade and Virtual)
Virtualization (VMware & HyperV)
Network (HP, Cisco)
Firewall
Wi-Fi hardware and software support (Meraki, HP Aruba)
Office 365 - All features
Exchange Hybrid – ADFS – Exchange on premise
AADConnect
Mail routing issues
User account provisioning